Sunwing has apologized after a video emerged of a representative telling a Toronto man with a five-month-old baby stranded in Mexico to stop challenging the airline’s decisions or he could make people stay there “forever.”
The behaviour, which was witnessed by several passengers and captured on cell phone video, was “inappropriate”, a spokesperson said, and wasn’t representative of the company’s values as it struggled to bring hundreds of stranded passengers back to Canada during a wave of cancellations.
On top of that, a baggage belt malfunction lost thousands of bags at Toronto's Pearson International Airport in the midst of a nationwide storm that sent airlines reeling in the busiest travel days of the year. That’s when the representative told him to back up, saying, “I will make sure people stay here forever.”
But figures provided to CTV News show the agency’s complaint backlog is surging to over 31,000 cases, producing wait times in the 18 month range. “It’s a pretty chaotic situation. And unfortunately every time the passenger protection regulations seem like they’re going to get a breather and work on the backlog, a new issue comes up,” he said.
He said as he tried to get a flight back home, one agent told him there was a computer glitch so bad that Sunwing actually forgot they were in Cuba. When he checked his phone, it appeared she was right.
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